CONTENTS List of Abbreviations List of Tables Executive summary Chapter 1: Introduction 1.1 Background ..- .. 1 1.2 Concept of Facilities Management 2 1.3 Basic Definitions- .. 3 1.4 Existing scenario of Facilities Management in India 6 1.4.1 Sector Overview in India 7 1.4.2 Growth Potential- .. 8 1.5 Research Questions 8 1.6 Aim of Research- 9 1.7 Objectives ..- 9 1.8 Scope of Work 10 1.9 Research Methodology 11 Chapter 2: Services under Facilities Management 2.1 Services Provided 12 2.2 Property Services 13 2.3 Specialised Services- .. 15 2.4 Office Support Services 17 Chapter 3: Organization Structure and Current Scenario of Facilities Management Business 3.1 Organisation Structure of a Facility Management Company . 20 3.2 Process involved in delivering Facilities Management services.. 21 3.3 Workforce Management 23 3.4 Existing Models in Facilities Management .. 24 3.5 Market Dynamics- . 25 3.6 Standards ..- .. 25 3.6.1 Housekeeping Manual 25 3.6.2 Technical Manual .. 26 3.6.3 Record Registers .. 26 3.6.4 Checklists ..- 27 Chapter 4:Case Studies 4.1 Introduction to Study Area . 27 4.1.1 Case One: Sanghi Residency, Mumbai.. 27 4.1.2 Case Two: Sterling Towers, Mumbai. 30 4.1.3 Case Three: Great Eastern Gardens, Mumbai 32 4.1.4 Case Four: CPIL, Powai, Mumbai. 34 4.1.5 Case Five: Godrej Millennium, Pune . 35 4.1.6 Case Six: Godrej Castelmaine, Pune. 36 4.2 Customer Satisfaction Score 37 4.3 Facilities Management: Financial Analysis . 37 4.3.1 Components of Maintenance costs classified by Knight Frank India Research Team- 38 4.3.2 Cost Compositions for Commercial and Corporate Properties . 39 4.3.3 Cost Compositions for Residential Properties. 40 4.3.4 Integrated FM Costs per unit area 41 4.3.5 Increase in FM Costs for A Grade Commercial Building .. 44 4.3.6 Average FM Costs for an A Grade Commercial Building.. 44 4.4 Workforce Requirements 45 4.5 Findings from Comparisons. 49 4.6 Correlation Analysis of FM Costs 49 4.7Correlation Equations- .. 51 4.8 Impact of Facilities management on Real Estate markets 51 4.9 SWOT Analysis for Facilities Management Business .. 52 Chapter 5: Government System of Facilities Mangement 5.1 Background ..- 53 5.2 Classification of items of Repairs & Maintenance for Buildings.. 53 5.2.1 Current Repairs (C.R.) & Maintenance .. 54 5.2.2 Special Repairs (SLR) & Maintenance 54 5.2.3 Specified Repairs (SDR) & Maintenance . 54 5.3 Classification of Buildings for Repairs & Maintenance. 55 5.4 Standards used for Facilities Management 56 Chapter 6:Conclusions & Business Development Strategies 6.1 Issues and Problems in Facilities Management 58 6.2 Future Potential- 58 6.3 Conclusions ..- 59 6.4 General Recommendations . 60 6.5 Business Development Strategies. . 61 6.5.1 Preparation of Strategic Facilities Plan .. 61 6.5.2 The Schoenhardt Model of Facilities Planning 62 6.5.3 Facilities Services Delivery and Evaluations . 64 6.5.4 Post Occupancy Evaluations (POE) .. 66 6.5.5 Planning an Energy Management Program .. 69 6.5.6 Role of Technology in Facilities Management 70 6.5.7 Human Resource Development.. 73 6.5.8 Developing Customer Service 74 References- 76 Annexure Annexure I: Content of Housekeeping Manual. 77 Annexure II: Contents of Technical Manual 80 Annexure III: Sample Checklists used in Facilities Management 82